Bad service Capitec Parys branch

My mother is a pensioner and has a Capitec funeral plan since 2020. On Friday the 15th of November she went to the branch in Parys to claim.everything was processed and was told to expect the funds on Saturday..later that Friday at about 15:50 she received an sms to say one document is not visible, and she must take a picture and send via WhatsApp (she does not have this app). She asked a neighbour to assist and later got another SMS to acknowledge and say there is a delay. The weekend passed and she took a taxi on Monday from Vredefort which is the next town from Parys,went in to the branch and was told that no documents were received. Documents were again processed and was told to wait a bit. With no feedback she went to the branch again this morning and again told to wait till tomorrow. She has a funeral to prepare, she is going in and out of the branch without getting the help she needs in time of need. With no feedback and for a pensioner to be taxis everyday trying to follow up. Is this the kind of service Capitec is giving to pensioners and our parents ..shame